Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hi@clusively.com. Please note that returns will need to be sent to the following address: 

PO Box 14088

Newport News, VA 23608

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hi@clusively.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We want you to feel confident trying new products from Clusively. If you are dissatisfied with an eligible item, please contact us, and we will do our best to make it right, including issuing a refund when appropriate.

However, our satisfaction-based refund policy is intended to allow customers the opportunity to try a product—not to support repeated purchases of the same item with repeated refund requests. If you have previously received a refund for a specific product because you did not like it or it did not work for you, future purchases of that same product may not be eligible for a refund for the same reason.

We reserve the right to limit or deny refunds in cases of repeated refund requests, misuse of our return and refund policy, or suspected abuse of our satisfaction guarantee.

This exception does not apply to products that arrive damaged, defective, incorrect, or otherwise affected by an issue with your order.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@clusively.com.